Jennifer Slade - Lead Coach, BP Group

Professional experience of over 20 years. I am passionate about Business Process Management, re-engineering using the CEMM method. I have recently completed by Certified Process Professional Master qualification and am doing more work in this space. I would like to assist companies going forward to re-engineer their processes, departments, strategy etc putting the customer at the centre of everything they do to achieve Successful Customer Outcomes. Here is a brief introduction to CEMmethod:

What is the CEM Method™?

The CEM (Customer Experience Management) Method™ is a means of improving existing business processes or designing new business processes to align with customer needs. CEM Method™ is the practical method for Outside-In thinking.

How does it work?

It works by focusing each process on a specific Successful Customer Outcome to be achieved, and by designing the process from the outside perspective of the organization to the inside of the organization, hence the term commonly used “Outside-In”. By the systematic analysis of three key components inherent to every process, organizations can achieve greater customer alignment.

What does it achieve?

CEM Method™ achieves greater customer alignment - thereby focusing the organization on its reason for existing. Through greater alignment, the experience is improved for the customer and operational costs are decreased by the elimination of redundant activities. In short we simultaneously reduce costs, improve revenue and enhance the service to the customer winning the Triple Crown.